Location: Taguig
Schedule: Onsite, 8:00 AM 5:00 PM
Job Purpose
The Senior Manager is responsible for leading the end-to-end Collections and Disputes operations for the Australia/New Zealand market within a Shared Services environment. The role focuses on ensuring excellent service delivery, driving operational efficiency, strengthening internal and external stakeholder relationships, and continuously improving processes. This position also manages and develops the team to meet evolving business needs and supports the successful transition of in-scope activities into the Shared Services Center.
Key Responsibilities
Leadership & People Management
- Lead, mentor, and develop a high-performing Collections & Disputes team.
- Set clear expectations, coach team members, and drive a culture of accountability and ownership.
- Serve as the escalation point for complex and sensitive issues.
Operations & Performance Management
- Oversee daily Collections and Disputes activities, ensuring strong performance aligned with KPIs and service standards.
- Monitor service requirements based on SLAs and customer satisfaction metrics. Ensure timely completion of monthly and annual closing tasks.
Stakeholder Management
- Build and maintain strong relationships with internal teams across multiple regions, including Finance, Commercial, and Shared Services partners.
- Engage effectively with external customers, auditors, and third party collection partners.
Process Improvement & Governance
- Drive a continuous improvement mindset across the team.
- Identify and implement operational improvements to enhance efficiency and accuracy.
- Ensure compliance with internal controls, audit standards, SOX requirements, and relevant regulatory guidelines.
Transition & Project Support
- Support transition teams in the migration of Collections and Disputes activities into the Shared Services Center.
- Participate in projects or initiatives as assigned.
Key Stakeholders
Internal: Shared Services teams, Business Unit teams, Internal Controls
External: Customers, Auditors, Third-Party Collection Agencies
Qualifications
- Bachelors degree in Business, Finance, Accounting, Economics, or related field
- Strong proficiency in MS Office; ERP experience preferred (SAP is an advantage)
- Lean Six Sigma certification is a plus
- Knowledge of Salesforce and/or Genesys Telephony is an advantage
Experience
- 5-7 years of experience in a multinational or Shared Services environment
- 3-4 years of experience leading and developing teams
- Proven background in process improvement and operational optimization
Competencies
- Excellent communication skills and strong stakeholder management
- High attention to detail with strong analytical and problem-solving skills
- Ability to multitask, prioritize, and manage deadlines
- Strong customer-service orientation
- Team player with strong relationship-building and networking skills
